Customer Success Manager, Japan

Location

Sydney, Australia

Employment Type

Full time

Location Type

Hybrid

Department

CS

At Vanta, our mission is to help businesses earn and prove trust.**We believe that security should be monitored and verified continuously, and we empower companies to practice better security and prove it with ease. Vanta has a kind and talented team, and while some have prior security experience, many have been successful at Vanta without it.

As a Vanta Customer Success Manager, you will play a pivotal role in guiding customers through their security and compliance journeys with Vanta's specialized solutions. By combining your customer-centric approach with expertise in Vanta's products and security best practices, you will contribute to the overall success and satisfaction of Vanta's customers in achieving robust security and compliance outcomes through retention of customers and health of the book of business.

Vanta’s success over the last year was exponential and we are now working to solve the problem of how to provide world-class customer experience to as many security-minded software companies as possible. As a Vanta Customer Success Manager, you will be the voice of Vanta, responsible for helping keep our customers moving toward their goals and ultimately successful and happy.

This role is hybrid in our Sydney office 3 days per week and is not eligible for remote work at this time.

**What you’ll do as a Customer Success Manager at Vanta**:
- Guide our customers in our Growth segment through onboarding, implementation, product adoption, and value-driven success.
- Work with Vanta customers across industries, functions, and stages of their customer journey in a strategic manner.
- Proactively partner with Account Managers by flagging at-risk accounts, providing customer insights, and highlighting expansion opportunities
- Empower customers to become self-sufficient Vanta champions, solving their immediate needs while focusing on their long-term success, value realization, and retention.
- Monitor and prioritize your book of business based on key indicators of customer health via Catalyst, our CS platform.
- Serve as the point of contact for your customers and drive them to specific business outcomes on their timelines.
- Become a product expert on Vanta and how our platform can be used to improve security posture through our compliance offerings (SOC 2, ISO 27001, GDPR, HIPAA, USDP and Custom Frameworks), Trust Reports, and Risk Management solution.
- Provide insightful technical answers and recommend the most efficient way for customers to achieve compliance using our platform while leveraging cross-functional resources and specialized teams.
- Partner with your CS team to co-create plays to drive engagement across the Vanta customer base with impactful adoption and retention results.
- Liaise with Support to help quarterback resolutions for customer issues
- Serve as the voice of your customers cross-functionally, providing feedback to the Product team and broader business

**How to be successful in this role**:
- Have 4+ years of experience in Customer Success at a SaaS company.- Background in running a book of business of ~150-170 accounts.- Background in running a strategic book of business- Willingness to collaborate with others and drive mutually beneficial outcomes- Self-motivated and curious: Bias for action and committed to iterating when necessary- Work effectively in a highly ambiguous, ever-changing environment- Possess clear and thoughtful communication skills, with strong critical thinking ability- Be highly empathetic to customers, with a proven track record of long-term customer retention.- Experience with hitting retention targets and creating happy, healthy customers- Have stellar problem-solving chops, and an enthusiasm for making a large impact early on at a start-up- Fluent in **Japanese and English**, with strong verbal and written communication skills in both.- Experience working in the security or compliance industry is a bonus

**What you can expect as a Vantan**:
- Industry-competitive salary and equity- Healthcare stipend towards health insurance for you and your dependents- 16 weeks paid parental leave for all new parents (birthing, non-birthing, and adoptive)- Health & wellness stipend- Remote workspace stipend- Commuter benefits for team members who attend the office- Internet and cellphone stipend- 9 company paid holidays- 20 days of PTO per year- Virtual team building activities, lunch and learns, and other company-wide events

LI-hybrid
- At Vanta, we are committed to hiring diverse talent of different backgrounds and as such, it is important to us to provide an inclusive work environment for all. We do not discriminate on the basis of race, gender identity, age, religion, sexual orientation, veteran or disability status, or any other protected class. As an equal opportunity employer, we encourage and welcome people of all backgrounds to apply._

**About Vanta**

We st